The Ombudsman has jurisdiction to investigate complaints about the Iowa Department of Health and Human Services (DHHS). Before you make a complaint to us, we want to make sure the person you are complaining about has had an opportunity to review and resolve your complaint. For this reason, we ask that you first try to address your complaint with someone in a supervisory position at DHHS. If you do not know where to start, you can ask the DHHS employee you are working with for their supervisor’s name, title, and contact information.
For questions and complaints about Managed Medicaid, click here.
Child Welfare
If you are named as an alleged perpetrator in a Child Abuse Assessment that resulted in Founded or Confirmed allegations of abuse, you can access an appeal form at:
https://secureapp.dhs.state.ia.us/dhs_titan_public/appeals/appealrequest
If you are involved in DHS’s child welfare CINA process, you likely will have an attorney. It is essential that you keep up-to-date with your attorney to understand where you are in the process and next steps. While our office can investigate DHS related to child welfare issues, we will likely decline your complaint if you are involved in the court process.
You can find detailed information about the CINA process at:
https://www.iowacourts.gov/static/media/cms/E0403_6C751462F3F56.pdf
Foster Care and Adoption
If you have a complaint about your child’s court-ordered foster care placement, you should consult your attorney. Concerns should also be shared with your DHS caseworker and/or supervisor.
If you have reason to suspect that your child may be the victim of abuse or neglect in a foster care placement, you should make a report to the child abuse hotline (1-800-362-2178).
For information on becoming a foster parent or adopting, you can learn more here:
https://iowafosterandadoption.org/
You may be able to resolve any problems or concerns by consulting your licensing and support worker and/or the HHS caseworker assigned to a foster child in your care. If you are having difficulty communicating with your HHS caseworker, we recommend that you try emailing the worker directly. You can look up the email address of your worker here. There you can also find the name and contact information for the worker’s supervisor by clicking the Team View tab.
Foster parents may also utilize HHS’s electronic complaint process.
If you are a foster parent with complaints about licensing issues, we ask that you utilize all available appeals and informal remedies. If you are seeking placement of a foster child in your home, you should immediately consult an attorney who can take the appropriate legal steps to advocate for your interests. DHHS has broad discretion as the child’s custodian or guardian in choosing foster and permanent placement. The Ombudsman has little influence over DHHS placement decisions, and we cannot influence or intervene in the legal process.
Foster parent resources include the HHS’s Foster Parent Handbook. There are also a number of support groups throughout the state where foster parents can connect with one another. Additional information and resources can be accessed through the Iowa Foster & Adoptive Parents Association.
Already completed this process?
If you have already gone through this process and want to file a complaint with our office, click here:
Tips for Making a Complaint
► Ask if you can speak with a supervisor or manager about your issue.
► Clearly explain what your issue is and what you’d like the outcome to be.
► Write down the names of the people you speak with, when you spoke with them and what they said.
► Make the conversation about what you need, be persistent but remain calm and polite.
► If you are still unsatisfied, ask what appeal and review processes are available and pay close attention to their criteria and deadlines.
Not Sure? Contact Us!
Please contact us directly if you don’t think it would be appropriate for us to require you to go through an available complaint or review process before we consider your complaint. We can consider your specific circumstances before we decide – including the urgency of your complaint or any disabilities or barriers you may be experiencing.
